Service User Feedback BA

Every month Butterwick Hospice will publish the results of our patient feedback to help you understand how well we are caring for local people. We will do this by publishing the results of our family and friends test and by sharing some comments that people have made about our services.

What is the Friends and Family Test?

The Department of Health wants to ensure that service users have the best possible experience of care in whichever health care setting they use. 

In order to measure patients experience the Department of Health have produced the Friends & Family Test as a way of gathering your feedback and helping to drive improvement in health services. 

Everyone receiving care from any of our services at Butterwick Hospice is invited to take the opportunity to give their feedback by answering a simple question about their experience. Over time the results provide a way for people to compare services so that you know where you and your family can get the best possible care. 

People are asked: 

'How likely are you to recommend Butterwick Hospice to Friends and Family if they need similar care or treatment?'

Their are six options to choose from to rate our services ranging from 'extremely likely to extremely unlikely'. We will publish the results of the Friends and Family Test for our adult hospice in Bishop Auckland on this page each month. When we can publish comments that have been made some of these will appear below the results table.

Here are our results for:

Options Tests dated No. completed % Options
  July 2016 15 in total  
Extremely likely   14 93%
Neither likely nor unlikely      
Extremely unlikely      
Don't know   1 6%









These comments were given to us on the Friends & Family Test in response to the question 'Can you tell us why you gave that response?' 

  • Everything is great, the food, the staff, the ambience. Everybody is just so nice and pleasant and can't do enough for you. 
  • I am very happy, the treatment is excellent. Dinners are 5 star!
  • I continually receive outstanding, amazing and fantastic care, help & support from Butterwick staff and have done for the past 5 years as I progress along my M.S. journey and I couldn't imagine being without them.

Frequently Asked Questions

People often ask similar questions about coming to the Hospice. We hope the Q & A section below helps to answer some of your questions about the care provided freely by Butterwick Hospice at Bishop Auckland.

However, if you don't see the information you need to know in this list please contact the Hospice directly on 01388 603003 Monday to Friday between 9am and 5pm or email [email protected]

We have split the Q & A section into departments to help you find the answers you need.

Family Support

·       Q:  How do I refer myself? 

A: If you wish to refer yourself to the Family Support team please contact Juliet Wilson or Dianne McKenzie on 01388 603003 during office hours or email [email protected]   

·         Q: Do I always have to be seen at the Hospice?

A:  No, it is not always necessary to be seen at the hospice. Arrangements can be made to see you where you feel most comfortable.

·        Q:  Will it be confidential?

A:  Yes, your Family Support Worker or counsellor will not share your discussions unless they fear there is a serious risk to you or someone else.

·         Q: I can’t see the type of service I want, can you help?

A: If you have any questions about the Family Support service please contact the hospice on 01388 603003 during office hours or email [email protected] 


Day Services

·         Q: How much does it cost?

A: Hospice services are provided Free of charge to anyone eligible to access them

·        Q:  Can I get transport into the Hospice?

A: For people attending a full day transport can be arranged. The Hospice will fund transport for you either in a private car with a volunteer driver or on our patient bus, however, transport is not currently available from us for out-patient appointments (Physiotherapy, Aromatherapy)

         Q: Are there any in-patient beds at Bishop Auckland Hospice? 

A: No, Butterwick's In-Patient Unit is in our Adult Hospice in Stockton on Tees.


Palliative Home Care Team

·         Q: Are the carer’s Marie Curie nurses? 

A: No they are employed by Butterwick Hospice, however we can use the Marie Curie service if there are no Butterwick carer’s available.  The Patient and/or the carer/next of kin would be advised of this.

·        Q:  If I am discharged from the service can I re-access/be re-referred? 

A: Yes, you can be re-assessed at a later date.


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